Review Time
I’m very disappointed with Stanley’s customer service. I placed an order for a back-to-school cup for my daughter, but instead of being delivered, it was returned. I tried reaching out because I really wanted the order, and I’ve purchased from Stanley before without any issues with my address. This time, the package was sent back and no one responded to my first email. I sent another email asking about the process to get a refund, and it has now been over a month with no response. This is unacceptable customer service. I feel frustrated and ignored, and honestly, it feels like I’m being robbed. I expected much better from this company.
Unfortunately because the adverts looked good I bought as my daughter was looking for one, we never received the item we took a case with PayPal but they lied, even though I had the proof of ignored email and numerous different tracking numbers they insisted that it had been shipped and they would not refund.
⚠️ Extremely Disappointed – Order Never Delivered and No RefundReview:I placed an order for a Stanley cooler on June 27. To this day, I have never received the product. After waiting for weeks, I requested a refund, but that has also not been processed.I trusted Stanley’s reputation for quality, but the customer service has been very disappointing. My attempts to contact support have not resulted in any clear solution, and I still have neither the cooler nor my money back.I cannot recommend buying directly from Stanley until they improve their order fulfillment and refund process. This has been a very frustrating experience.
I placed an order with Stanley1913 on June 6 via their official Canadian website. One of the items I ordered was The IceFlow Flip Straw Tumbler | 30 OZ | Plum. The order was confirmed and successfully charged.Then, two full weeks later, without any notice or communication, Stanley refunded me for that tumbler and removed it from my order. I never requested a cancellation. I only found out because I happened to check the order status myself. They just silently refunded me as if that solved the issue.Here’s the ironic part:They were able to process the refund instantly, but the rest of my order has been stuck in “Preparing Shipment” status for over three weeks now — with no updates, tracking, or ETA. So they’re quick to remove and refund the item I wanted, but somehow can’t ship the remaining items?When I contacted customer service, they told me it was due to inventory issues — but the exact same tumbler is still listed as in stock on their website.I asked if I could repurchase the tumbler at the original price I paid ($20.79, tax and shipping included — the exact refund amount), and was told they "can’t place orders for customers." Instead, I was offered a generic 20% discount code — which, to make things worse, is the same discount first-time customers get automatically.I also asked for the issue to be escalated to a manager, but my request has been ignored. No follow-up. No accountability.This is honestly one of the worst customer service experiences I’ve had in a long time. For a brand that markets itself on quality and reliability, this kind of treatment is unacceptable.📍I’m ordering from Canada.
I bought a 1.4ltr cafetière which didn’t work terribly well as coffee grains often get past the filter. Unfortunately I dropped and lost the plunger filter so went to the website which bogusly implies that it will provide spares by saying “Stanley rather replaces parts than a whole product”. This turns out to be nonsense because Stanley1913 doesn’t replace parts at all!! Another company greenwashing its non repair or replace policy.Re: Replacement filter end for Stanley 1.4ltr cafeterier (Case #2886332)Hi John, Thank you for your email and for being a loyal Stanley customer. Unfortunately, we do not sell spare parts, yet. We're sorry for any confusion or inconvenience this may have caused. We understand how important this is for you, and we appreciate your understanding. Sadly, we are unable to send used or replacement parts at this time. For more information on the latest happenings with our brand and products, feel free to check out our website (link removed)Consumer Care Special
So evidently I’m not the only one who has experienced bad customer service. I think this stems from their items being so popular that they can do this. I was told I couldn’t cancel my order until it was in transit so they could reroute it back to the warehouse. It’s a customized item. So you telling me they would rather make a customized item ship it and then reroute it before I can cancel my order? This is crazy and the person I spoke with was arrogant and behaved as if she didn’t care about my issue. So they got what they wanted, since I have to wait 2 or 3 weeks for the item to be shipped before canceling why not just go ahead and keep my order. But reassured they won’t get another penny from me!
Disgusting customer service made an order realised my delivery address was wrong instantly so tried to change my order or even cancel the item but nope don’t have the option for that not even when you’re willing to lose out on the 4.95 delivery you’re paying I contacted them 3 separate times explaining the problem to be met with the same automated email telling me there’s basically nothing I can do but wait for the item to be delivered to the wrong address and then submit a refund although the item is going to be 40+ miles away with strangers. I don’t have much experience ordering trending products from their websites but I can say now I will never order from Stanley again and the fact that big companies can get away with the prices of their products compared to their disgraceful customer experiences isn’t surprising at all but the best thing to do is order from a different authorised seller because Stanleys whole set up is outdated to the point you will think you’re dealing with scammers
My package got lost, and apparently they send you "warranty replacements" which comes from a different factory.. well the cup was in stock online, but they told me they wouldn't replace it from the live stock, only from what they have in their warranty factory, so not the same color, even though they have that color in stock. It's ridiculous to not send the same color if you offer a warranty and you have the color available online. The customer service person is obviously in another country and just keeps repeating the same line to you over and over again as if you don't speak english.
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